We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1102 results
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Decision Reference DRN-4127110
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127110 The complaint Mr O complains that NewDay Ltd lent irresponsibly when it increased the credit limit on his Aqua and Marbles credit cards in 2021. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr O appli... (5 pages)View decision -
Decision Reference DRN-3879758
13 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3879758 The complaint Mr S has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr S opened a credit card account with NewDay (trading as Aqua) in April 2018. His credit limit was £250. The limit was never increased. Mr S suggests that NewDay shouldn... (2 pages)View decision -
Decision Reference DRN4567452
13 May 2019 NewDay Ltd Not upheldBanking and creditMr G complains that NewDay Ltd irresponsibly increased the credit limit on his credit card in 2016 when he’d already exceeded his existing credit limit and couldn’t pay it back. He wants a refund of interest and charges and his credit file amended. backgroundNewDay sai... (3 pages)View decision -
Decision Reference DRN-3705219
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3705219 The complaint Ms P complains that NewDay Ltd irresponsibly provided her with two credit card accounts and subsequently increased the credit limits for both over time. She says had it completed reasonable and proportionate checks it would have identified both the issuing of the ... (8 pages)View decision -
Decision Reference DRN-5405457
14 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405457 The complaint Mr M complains about NewDay Ltd, trading as Aqua, lending to him irresponsibly. What happened In September 2021, Mr M applied for an Aqua credit card. NewDay approved this with a credit limit of £600. In 2024, Mr M complained to NewDay as he considers their l... (3 pages)View decision -
Decision Reference DRN-4186088
21 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4186088 The complaint Mr K complains that NewDay Ltd lent to him irresponsibly. What happened Mr K applied for a credit card with NewDay in November 2018. He opened the account with a £450 credit limit. Over the course of the agreement the credit limit was increased four times until th... (3 pages)View decision -
Decision Reference DRN-3575951
4 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3575951 The complaint Mr L has complained that NewDay Ltd have given him credit limit increases without checking whether they were affordable and have not taken into account his financial difficulties after he told them. What happened Mr L is self-employed. He held two accounts with Ne... (5 pages)View decision -
Decision Reference DRN-2665630
9 Mar 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2665630 The complaint Ms G has complained that NewDay Ltd trading as Aqua (NewDay) provided her with a credit card when they shouldn’t have done. She believes that her financial position wasn’t strong enough to support the debt and that NewDay’s decision to lend to her was irresponsibl... (4 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-4076598
18 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4076598 The complaint Mr A complains NewDay Ltd trading as Fluid (NewDay) acted irresponsibly when it approved a credit card account for him. What happened Mr A says he applied for a credit card with NewDay in August 2020, and he was provided with a credit card limit of £1,200. Mr A sa... (2 pages)View decision